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Frequently Asked Questions
Explore FAQs
Find answers to the most commonly answered questions. If there is something we missed, do not hesitate to get in touch or call us to speak with a member of the team.
We understand that these are tough times and you're facing an uncomfortable situation. Your well-being is important to us, and we sincerely hope that these measures can provide some immediate relief.
There are a few immediate steps you can take:
1. Minor Top Up: You can try to top up a smaller amount than you typically would. Even as little as £5 might be sufficient to get your energy services running until you're able to contribute more.
2. Contact Landlord or Accommodation Provider: While it's not guaranteed, some landlords or accommodation providers may be willing to assist in such circumstances. We advise reaching out to them, explaining your situation, and asking if they could possibly help.
Please note, as a payment facilitator, our role is primarily to enable the transaction between you and the energy supplier or landlord. We don't have the ability to influence energy tariffs or provide financial assistance directly. However, we always encourage open communication and believe that discussing your difficulties can often lead to finding a solution.
Unfortunately, we cannot provide bills that can be used for proof of address.
As a payment service provider for prepayment smart meters, our role is to facilitate energy payments online, rather than supplying energy directly to your property. Your energy payments are made in advance and credited to the Topupmeter before being forwarded to the bill payer, who then purchases energy from an energy supplier. Consequently, we may not possess your address information unless it has been provided to us by our client, such as the landlord.
We understand that this may be disappointing and apologize for any inconvenience it may cause.
We understand concerns about high energy usage and the need to top up your prepayment meter more frequently. We understand that increasing energy prices can be challenging, and we're here to help you find ways to minimize your usage and extend the duration of your credit.
The current rise in electricity costs is due to an energy crisis affecting all consumers. As a result, you may notice that your credit is being used up more quickly than during the same period last year. Additionally, electric heaters and other heat-generating appliances can contribute to higher energy consumption. With this in mind, we'd like to provide you with some tips to help reduce your energy usage:
- Adjust your thermostat: Lowering your thermostat by just a few degrees can make a significant difference in your energy usage.
- Use energy-efficient appliances: When purchasing new appliances, look for the ENERGY STAR label to ensure they are energy-efficient. This can result in substantial long-term savings on your electricity usage.
- Unplug devices when not in use: Many electronic devices continue to draw power even when they are turned off. Unplugging these devices or using a smart power strip can help reduce your energy usage.
- Limit the use of energy-intensive appliances: Appliances that generate heat, such as immersion heaters, fans, and radiators, can consume a lot of electricity. Minimize their usage as much as possible and consider using energy-efficient alternatives.
By implementing these tips, you can take control of your energy usage and extend how far each credit topup lasts. This will ultimately help you top up less frequently and better manage your energy costs. If you have any further questions or need additional assistance, please don't hesitate to contact us.
As a landlord using prepay smart meters, it is essential to ensure the correct energy tariff is being charged. If set too low there will be a shortfall between the revenue collected and the amount being billed. Too high and you risk falling foul of Ofgem rules on recharging energy.
Topupmeters does not have access to any billing information, making it the landlord's responsibility to set and update the tariffs as needed. This guide will cover the essentials for setting energy pricing using our online portal.
Setting the Energy Tariff
Energy tariffs have two components: a unit price of electricity charged in pence per kWh (or pence per unit, which is the same thing) and a standing charge. Ofgem rules state that the maximum amount that can be charged should not exceed the supplier's price.
For example if your are being charged by your supplier £0.40/kWh then you should not charge more than £0.40 on your Topupmeters.
Useful reading OFGEM Rules on Resale of Gas and Electricity https://www.ofgem.gov.uk/sites/default/files/docs/2005/10/11782-resaleupdateoct05_3.pdf
Setting the Standing Charge to Recover Operational Costs
When setting the standing charge on secondary meters, there are several factors to consider. First, calculate the portion of the supplier's standing charge that should be allocated to each purchaser downstream of the primary billing meter. This can be done by dividing the supplier's standing charge by the number of purchasers.
Next, factor in the cost of metering services, which typically include our subscription fees and charges. Depending on the subscription charge agreed upon, these charges can range between 20 to 27p/day.
For example, if the annual subscription is £56.00/year + VAT, this works out as 18.4p/kWh. Based on typical top-up activity, it is recommended to add an additional 6p for Stripe fees. By considering these costs, you can set an appropriate standing charge for your secondary meters that adheres to regulatory guidelines.
When to Set Tariffs
Tariffs can be set after the meters are activated and installed. Activation readies the SIM card for connecting to a cellular network. Once the meter is installed, it will connect to a GPRS mobile phone network shortly after, making it ready for updates such as top-ups and tariff adjustments.
Updating Tariffs from the Gateway
Tariffs can be updated at any time through the Landlord Gateway. Simply log in to the portal, go to Tariffs, select the meters to update, and click Set Rates > Electric or Standing charges. Follow the on-screen instructions to apply the rate.
Tariffs can also be set for individual meters from the Manage > Edit page.
Checking Tariff Updates
Monitor the status of tariff updates on the Tasks page. While changes typically go through on the first attempt, they may be delayed due to network signal quality in some cases. Tariff changes that have not been processed will expire after four days.
You will receive logins to the Gateway and a Welcome Letter by email when you order a Topupmeter from any of our authorized stockists.
After logging in, you can see the list of meters supplied and activate them before installation.
You must have ownership of a Topupmeter before a Gateway account can be created.
There is no need to register with us in order to start topping up. All that is required is the meter serial number and ID code, then you can visit the payment site to start making topups as a guest.
You are, however, free to create an account on our payments website at https://payments2.topupmeters.co.uk for your convenience in managing and tracking your payments.
When you decide to move out of the property, simply stop topping up your meter, and if you have created an account on our payments website, you can request for your account to be deleted. Our customer support team will gladly assist you with the process.
Topupmeters operates in the secondary metering space, which is separate from primary metering where energy suppliers operate. In your case your energy consumption is measured by our Topupmeters sub-meter, which is installed downstream from the primary meter.
The primary meter measures the overall energy consumption for the entire building, and the building owner or landlord has a direct relationship with the energy supplier. Topupmeters are used to charge for energy usage among individual units or tenants, such as yourself. By using Topupmeters, you are required to prepay for your energy consumption and maintain a positive balance on your meter.
In summary, your energy supplier relationship is managed by the building owner or landlord, who is responsible for the primary energy bill. As a tenant using Topupmeters, you simply pay for your energy usage through our system, without having a direct energy supplier account.
Meters can be purchased direct or via one of our stockist partners.
For the single phase prepay smart meter with 4G/LTE-M communications, the meter price is £165.00 each + VAT.
Other variants of the meter may cost more, such as the 5 terminal for storage heating control, or where an external antenna module is required.
Some tenants may try to tamper with the prepayment meter or deliberately damage it to avoid paying for electricity.
However, with Topupmeters, you can rest assured that any tampering will be detected by our system. We monitor the energy usage patterns for each meter and alert you via email if there is no usage for 48 hours or if the meter has accumulated debt. This way, you can arrange to inspect the meter and take appropriate action.
Upon inspection, it's usually evident if the tenant has installed a bypass or is running an extension cord from another part of the property. Remedial action can then be taken.
Gas central heating uses a single gas meter to supply a boiler that provides heating and hot water for the entire property. This means that several tenants may share the same hot water and heating system.
Unfortunately, we cannot charge tenants for their individual gas consumption in this situation, because we do not have a way to measure it.
We can only install gas prepayment meters when the gas supply splits into separate branches for each unit and its corresponding gas appliances. These meters would work together with a nearby Topup electric meter.
We are collecting pulses from the gas meter and sending them to a nearby Topup electric meter where charges are applied.
The Topupmeters dual-fuel system does not cut off the gas supply. However, when the balance reaches £0, the electric supply is disconnected and most gas appliances that need electric will also stop working.
Any gas that is used after that will create a debt on the meter that is deducted from the next topup, to make sure the tenant is not getting any free gas.
To use gas as a prepayment service, the property needs a Topup electric meter and a separate gas meter.
The gas meter has an INZ-61 pulse module that connects with a ATEX approved Pulse Sender that wirelessly transmits the gas usage data to the electric Topup meter, where the corresponding amount is deducted from the balance.
The Gas Pulse Sender has a long-lasting battery (10 years) and a strong wireless connection (4m) for a reliable and robust dual-fuel prepayment system.
Landlords can set the gas tariffs online through the web portal, just like they do for electricity. When the balance reaches £0, the electricity supply is cut off. Any gas consumption beyond this point will create a debt that will be paid off from the next topup. The gas reading and charges can be checked from the meter or online through the Topup Portal.
Smart meters are managed online from the Topup Gateway.
From here landlords can control tariffs, monitor usage, and manage their properties. Gateway can be used for managing any number of meters from single units to 1000s of metering points.
We currently accept online payments only through our secure payment website. We are working on an iPhone and Android app for topping up, which we plan to launch in Q4 2023. Visit our website for updates!
Our background in smart metering stems from our experience in the renewable energy sector where smart meters have been used for remote monitoring of renewable energy generation systems, which goes back to 2018.
Using our own established data collection system and web portal we have been able to create an advanced and robust prepayment system that minimizes cost and inconvenience to landlords while giving tenants a good experience and great customer service.
We currently do not have a three phase prepayment smart meter. Its possible we will have one in the future.
Topupmeters support single rate and dual-rate economy 7 tariffs. Tariffs can easily be set to either tariff type from the Gateway.
Economy 7 typically runs from midnight to 7am UTC.
You do not have to charge a standing charge at all. This is entirely at the discretion of the landlord or bill payer who is seeking to recover operational costs. If no standing charge is set, then any running costs will not be recovered.
The emergency credit level can be changed by the landlord to an amount between £1 and £50. The default emergency credit is £3.
We recommend disabling notifications for meters at properties that are unoccupied for extended periods. Otherwise, alerts may be triggered due to the lack of energy usage, and any debt that might accrue during the unoccupied period could go unnoticed.
Meters can be switched to 'Free Vend' mode—also known as 'Credit Mode'—at any time from the Gateway. In Free Vend mode, the supply will remain on regardless of the remaining balance, and top-ups cannot be made
Topupmeters should be located in an area where its easy for the consumer to reach. This makes it easy for them to use emergency credit, or punch in the topup code if its ever needed.
If you choose to put the meter in a hard-to-reach spot, make sure it turns itself back on automatically once it has credit. You can set this up through the Gateway.
Understand that putting meters in hard-to-reach places can cause problems. Customers might lose power if they can't use emergency credit or see how much is left. We don't recommend putting the meter in places like behind electronic shutters or inside sealed boxes. Being able to enter a top-up code manually is really important if automatic top-up doesn't work.
Topupmeters are sub-meters installed downstream from the main billing meter. The installation of these sub-meters does not affect the landlord's relationship with the primary energy supplier. Additionally, landlords are not required to notify their primary energy supplier about any changes within the property, such as rewiring or the installation of secondary meters.
As a landlord with Topupmeters, there are only a few steps you need to take when a tenant moves out:
- If any credit remains on the meter, communicate with the tenant to discuss how to refund the unused credit to them.
- Remove the tenant's email address from the contact information.
- Use the reset tool to clear off any remaining credit from the meter.
After ordering meters, if you are a new customer, you will receive login credentials for the Gateway, where meters are managed. From here, you can activate meters to prepare them for installation. Additionally, a Welcome Letter will be sent to you, containing all the information required to get started. This includes a tenant quick-start guide, our service pricing, and terms of business.
If you are an existing customer, any new meters ordered will automatically be added to your account, where they can be activated. If meters are not automatically added, you can easily add them to your account using the "Add a New Meter" tool.
Sometimes, a topup may take longer than usual to reach your meter. This can be up to 30 minutes or more. If you are in a hurry, you can use the 20 digit topup code from the email receipt to top up your meter manually. Just follow the instructions in the email. If you have lost or deleted your email receipt, please contact us and we will help you. You can also access emergency credit by pressing B three times on your meter if you need some extra power.
The location of smart meters is of the utmost important to ensure the operate reliably.
Smart meters rely on mobile phone networks to communicate. If the mobile phone signal quality is low, the service may be interrupted and the topups may not reach the meter.
This can cause inconvenience and frustration for the consmers. To avoid these problems, there are some possible solutions:
1. Replace the existing communications module with an external antenna booster that uses an external aerial to improve signal reception.
2. Install a signal booster in the property that enhances the cellular network coverage. This option requires a device that can be plugged into a power socket and placed near a window or higher up inside the property where signal is stronger. The signal booster can amplify the signal and extend the coverage area.
3. Move the meter to a place with better signal. This option requires relocating the meter within in the property where the signal quality is higher.
Using prepay smart meters as sub-meters offers several advantages for landlords when compared with the option to involve the DNO to have primary billing meters installed in each tenanted dwelling.
1. Cost Allocation
Topupmeters allow landlords to accurately track the energy consumption of individual tenants or units. This provides transparency and ensures tenants only pay for what they use on a prepayment basis.
2. Reduced energy consumption
When tenants are aware of their individual energy consumption and are directly responsible for their energy usage, they are often more motivated to conserve energy, leading to overall reduced consumption in the HMO.
3. Flexibility
Landlords can choose which utilities to sub-meter (e.g., electricity, water, gas) and can decide on the best sub-metering system for their property. This flexibility allows them to customize the solution based on the unique needs and configuration of the HMO, and if necessary unwind the sub-meter system in the event the property is sold or repurposed.
4. Avoid Disputes
Accurate billing can help to avoid potential disputes between the landlord and tenants about utility usage and charges. With each tenant paying for their actual consumption, there's less room for disagreements.
5. Infrastructure Management
Instead of relying on the Distribution Network Operator (DNO) for primary meter installation, maintenance, and any necessary upgrades or repairs, the landlord has direct control over the metering infrastructure.
6. Easier Property Management
By centralizing and directly managing the sub-metering system, property managers or landlords can streamline their administrative processes, such as billing and maintenance scheduling, without waiting on third parties.
7. Improved Property Valuation
A property equipped with a modern sub-metering system might be perceived as more efficient and tenant-friendly, potentially enhancing its value or rental appeal.
Online from our secure payment page here
https://payments2.topupmeters.co.uk
We do also allow topups over the phone during office hours 9am to 5pm on normal working days.
Before selling a property where Topupmeters are in operation, the Client must inform Topupmeters Ltd to ensure service continuity and accurate record-keeping.
Upon the sale, the ownership and associated rights of the meters automatically transfer to the new property owner, including any warranties or service agreements. The Client must communicate with the new owner about any pre-existing credit on the meters, as it represents an amount owed to the new owner. While Topupmeters Ltd assists with documentation, the Client and the new owner must collaborate for proper credit transfer.
For a smooth transfer of the Topupmeters account, the company requires specific details of the new owner, including their full name, contact information, and written confirmation acknowledging their new ownership of the property with installed Topupmeters. Once these details are verified, Topupmeters Ltd will initiate the account transfer, updating the system with the new owner's information, granting them full access and control over the associated services.
Upgrading from coin or card meters, or any other metering system for that matter, simply requires sourcing your Topupmeters from your chosen provider and then arranging installation with your local NICEIC electrical contractor to replace the existing meters and perform any necessary rewiring.
There may be credit left over on any existing meters. This can be easily transferred to the new Topupmeters using the "Send Credit" feature on Gateway.
The simplest and easiest way of checking credt balance is by going to the meter and viewing the display. Press the A button once to turn on the backlight to clearly see the remaining balance.
Online
When topping up as a guest, or logged in. The credit balance is updated every few hours. Making it easy to check the balance wherever you are.
Email alerts
An email notification will alert the consumer when the balance falls below £10.
SMS alerts
Where a phone number was provided with the last topup payment a low credit alert is sent by text message when balance falls below £5.
The easiest way to check the tariff currently being charged is by visiting the meter and pressing the A button to scroll the display.
When the display shows Active Rate in p/kWh, this is the current tariff being charged. Press A again to see the daily standing charge in p/day, and if applicable, the gas or water price in pence per unit.
Tariffs can also be checked online by registering an account at https://payments2.topupmeters.co.uk
There is no fee for the consumer when topping up.
The consumer only pays the tariff set on the meter by the meter operator (i.e., the landlord). The tariff consists of the energy price and the daily standing charge. Although there is a transaction fee for payments made using credit or debit cards via Stripe, these are levied on the merchant, in this case, the landlord, who is recharging for energy.
As with all operating costs associated with providing metering services, transaction fees can be recouped from the consumer by being absorbed into the daily standing charge.
We have been providing submeters and online payment services since April 2018.
Our experience with smart meters goes back over 10 years. Before Topupmeters our team specialized in data collection for solar energy production. Solar companies relied on accurate meter readings for claiming feed in tariff subsidies. Building on this experience, we created an innovative solution to recharge energy with online payments. In the few years we have been operating, Topupmeters have transferred millions of pounds (and some Euros) from consumer to bill payer.
We have been providing submeters and online payment services since April 2018.
Our experience with smart meters goes back over 10 years. Before Topupmeters our team specialized in data collection for solar energy production. Solar companies relied on accurate meter readings for claiming feed in tariff subsidies. Building on this experience, we created an innovative solution to recharge energy with online payments. In the few years we have been operating, Topupmeters have transferred millions of pounds (and some Euros) from consumer to bill payer.
As a landlord using prepay smart meters, it is essential to ensure the correct energy tariff is being charged. If set too low there will be a shortfall between the revenue collected and the amount being billed. Too high and you risk falling foul of Ofgem rules on recharging energy.
Topupmeters does not have access to any billing information, making it the landlord's responsibility to set and update the tariffs as needed. This guide will cover the essentials for setting energy pricing using our online portal.
Setting the Energy Tariff
Energy tariffs have two components: a unit price of electricity charged in pence per kWh (or pence per unit, which is the same thing) and a standing charge. Ofgem rules state that the maximum amount that can be charged should not exceed the supplier's price.
For example if your are being charged by your supplier £0.40/kWh then you should not charge more than £0.40 on your Topupmeters.
Useful reading OFGEM Rules on Resale of Gas and Electricity https://www.ofgem.gov.uk/sites/default/files/docs/2005/10/11782-resaleupdateoct05_3.pdf
Setting the Standing Charge to Recover Operational Costs
When setting the standing charge on secondary meters, there are several factors to consider. First, calculate the portion of the supplier's standing charge that should be allocated to each purchaser downstream of the primary billing meter. This can be done by dividing the supplier's standing charge by the number of purchasers.
Next, factor in the cost of metering services, which typically include our subscription fees and charges. Depending on the subscription charge agreed upon, these charges can range between 20 to 27p/day.
For example, if the annual subscription is £56.00/year + VAT, this works out as 18.4p/kWh. Based on typical top-up activity, it is recommended to add an additional 6p for Stripe fees. By considering these costs, you can set an appropriate standing charge for your secondary meters that adheres to regulatory guidelines.
When to Set Tariffs
Tariffs can be set after the meters are activated and installed. Activation readies the SIM card for connecting to a cellular network. Once the meter is installed, it will connect to a GPRS mobile phone network shortly after, making it ready for updates such as top-ups and tariff adjustments.
Updating Tariffs from the Gateway
Tariffs can be updated at any time through the Landlord Gateway. Simply log in to the portal, go to Tariffs, select the meters to update, and click Set Rates > Electric or Standing charges. Follow the on-screen instructions to apply the rate.
Tariffs can also be set for individual meters from the Manage > Edit page.
Checking Tariff Updates
Monitor the status of tariff updates on the Tasks page. While changes typically go through on the first attempt, they may be delayed due to network signal quality in some cases. Tariff changes that have not been processed will expire after four days.
You will receive logins to the Gateway and a Welcome Letter by email when you order a Topupmeter from any of our authorized stockists.
After logging in, you can see the list of meters supplied and activate them before installation.
You must have ownership of a Topupmeter before a Gateway account can be created.
Smart meters are managed online from the Topup Gateway.
From here landlords can control tariffs, monitor usage, and manage their properties. Gateway can be used for managing any number of meters from single units to 1000s of metering points.
Topupmeters support single rate and dual-rate economy 7 tariffs. Tariffs can easily be set to either tariff type from the Gateway.
Economy 7 typically runs from midnight to 7am UTC.
You do not have to charge a standing charge at all. This is entirely at the discretion of the landlord or bill payer who is seeking to recover operational costs. If no standing charge is set, then any running costs will not be recovered.
The emergency credit level can be changed by the landlord to an amount between £1 and £50. The default emergency credit is £3.
Before selling a property where Topupmeters are in operation, the Client must inform Topupmeters Ltd to ensure service continuity and accurate record-keeping.
Upon the sale, the ownership and associated rights of the meters automatically transfer to the new property owner, including any warranties or service agreements. The Client must communicate with the new owner about any pre-existing credit on the meters, as it represents an amount owed to the new owner. While Topupmeters Ltd assists with documentation, the Client and the new owner must collaborate for proper credit transfer.
For a smooth transfer of the Topupmeters account, the company requires specific details of the new owner, including their full name, contact information, and written confirmation acknowledging their new ownership of the property with installed Topupmeters. Once these details are verified, Topupmeters Ltd will initiate the account transfer, updating the system with the new owner's information, granting them full access and control over the associated services.
We understand that these are tough times and you're facing an uncomfortable situation. Your well-being is important to us, and we sincerely hope that these measures can provide some immediate relief.
There are a few immediate steps you can take:
1. Minor Top Up: You can try to top up a smaller amount than you typically would. Even as little as £5 might be sufficient to get your energy services running until you're able to contribute more.
2. Contact Landlord or Accommodation Provider: While it's not guaranteed, some landlords or accommodation providers may be willing to assist in such circumstances. We advise reaching out to them, explaining your situation, and asking if they could possibly help.
Please note, as a payment facilitator, our role is primarily to enable the transaction between you and the energy supplier or landlord. We don't have the ability to influence energy tariffs or provide financial assistance directly. However, we always encourage open communication and believe that discussing your difficulties can often lead to finding a solution.
Topupmeters operates in the secondary metering space, which is separate from primary metering where energy suppliers operate. In your case your energy consumption is measured by our Topupmeters sub-meter, which is installed downstream from the primary meter.
The primary meter measures the overall energy consumption for the entire building, and the building owner or landlord has a direct relationship with the energy supplier. Topupmeters are used to charge for energy usage among individual units or tenants, such as yourself. By using Topupmeters, you are required to prepay for your energy consumption and maintain a positive balance on your meter.
In summary, your energy supplier relationship is managed by the building owner or landlord, who is responsible for the primary energy bill. As a tenant using Topupmeters, you simply pay for your energy usage through our system, without having a direct energy supplier account.
The easiest way to check the tariff currently being charged is by visiting the meter and pressing the A button to scroll the display.
When the display shows Active Rate in p/kWh, this is the current tariff being charged. Press A again to see the daily standing charge in p/day, and if applicable, the gas or water price in pence per unit.
Tariffs can also be checked online by registering an account at https://payments2.topupmeters.co.uk
There is no fee for the consumer when topping up.
The consumer only pays the tariff set on the meter by the meter operator (i.e., the landlord). The tariff consists of the energy price and the daily standing charge. Although there is a transaction fee for payments made using credit or debit cards via Stripe, these are levied on the merchant, in this case, the landlord, who is recharging for energy.
As with all operating costs associated with providing metering services, transaction fees can be recouped from the consumer by being absorbed into the daily standing charge.
Some tenants may try to tamper with the prepayment meter or deliberately damage it to avoid paying for electricity.
However, with Topupmeters, you can rest assured that any tampering will be detected by our system. We monitor the energy usage patterns for each meter and alert you via email if there is no usage for 48 hours or if the meter has accumulated debt. This way, you can arrange to inspect the meter and take appropriate action.
Upon inspection, it's usually evident if the tenant has installed a bypass or is running an extension cord from another part of the property. Remedial action can then be taken.
Our background in smart metering stems from our experience in the renewable energy sector where smart meters have been used for remote monitoring of renewable energy generation systems, which goes back to 2018.
Using our own established data collection system and web portal we have been able to create an advanced and robust prepayment system that minimizes cost and inconvenience to landlords while giving tenants a good experience and great customer service.
We currently do not have a three phase prepayment smart meter. Its possible we will have one in the future.
The location of smart meters is of the utmost important to ensure the operate reliably.
Smart meters rely on mobile phone networks to communicate. If the mobile phone signal quality is low, the service may be interrupted and the topups may not reach the meter.
This can cause inconvenience and frustration for the consmers. To avoid these problems, there are some possible solutions:
1. Replace the existing communications module with an external antenna booster that uses an external aerial to improve signal reception.
2. Install a signal booster in the property that enhances the cellular network coverage. This option requires a device that can be plugged into a power socket and placed near a window or higher up inside the property where signal is stronger. The signal booster can amplify the signal and extend the coverage area.
3. Move the meter to a place with better signal. This option requires relocating the meter within in the property where the signal quality is higher.
We understand that these are tough times and you're facing an uncomfortable situation. Your well-being is important to us, and we sincerely hope that these measures can provide some immediate relief.
There are a few immediate steps you can take:
1. Minor Top Up: You can try to top up a smaller amount than you typically would. Even as little as £5 might be sufficient to get your energy services running until you're able to contribute more.
2. Contact Landlord or Accommodation Provider: While it's not guaranteed, some landlords or accommodation providers may be willing to assist in such circumstances. We advise reaching out to them, explaining your situation, and asking if they could possibly help.
Please note, as a payment facilitator, our role is primarily to enable the transaction between you and the energy supplier or landlord. We don't have the ability to influence energy tariffs or provide financial assistance directly. However, we always encourage open communication and believe that discussing your difficulties can often lead to finding a solution.
Unfortunately, we cannot provide bills that can be used for proof of address.
As a payment service provider for prepayment smart meters, our role is to facilitate energy payments online, rather than supplying energy directly to your property. Your energy payments are made in advance and credited to the Topupmeter before being forwarded to the bill payer, who then purchases energy from an energy supplier. Consequently, we may not possess your address information unless it has been provided to us by our client, such as the landlord.
We understand that this may be disappointing and apologize for any inconvenience it may cause.
We understand concerns about high energy usage and the need to top up your prepayment meter more frequently. We understand that increasing energy prices can be challenging, and we're here to help you find ways to minimize your usage and extend the duration of your credit.
The current rise in electricity costs is due to an energy crisis affecting all consumers. As a result, you may notice that your credit is being used up more quickly than during the same period last year. Additionally, electric heaters and other heat-generating appliances can contribute to higher energy consumption. With this in mind, we'd like to provide you with some tips to help reduce your energy usage:
- Adjust your thermostat: Lowering your thermostat by just a few degrees can make a significant difference in your energy usage.
- Use energy-efficient appliances: When purchasing new appliances, look for the ENERGY STAR label to ensure they are energy-efficient. This can result in substantial long-term savings on your electricity usage.
- Unplug devices when not in use: Many electronic devices continue to draw power even when they are turned off. Unplugging these devices or using a smart power strip can help reduce your energy usage.
- Limit the use of energy-intensive appliances: Appliances that generate heat, such as immersion heaters, fans, and radiators, can consume a lot of electricity. Minimize their usage as much as possible and consider using energy-efficient alternatives.
By implementing these tips, you can take control of your energy usage and extend how far each credit topup lasts. This will ultimately help you top up less frequently and better manage your energy costs. If you have any further questions or need additional assistance, please don't hesitate to contact us.
As a landlord using prepay smart meters, it is essential to ensure the correct energy tariff is being charged. If set too low there will be a shortfall between the revenue collected and the amount being billed. Too high and you risk falling foul of Ofgem rules on recharging energy.
Topupmeters does not have access to any billing information, making it the landlord's responsibility to set and update the tariffs as needed. This guide will cover the essentials for setting energy pricing using our online portal.
Setting the Energy Tariff
Energy tariffs have two components: a unit price of electricity charged in pence per kWh (or pence per unit, which is the same thing) and a standing charge. Ofgem rules state that the maximum amount that can be charged should not exceed the supplier's price.
For example if your are being charged by your supplier £0.40/kWh then you should not charge more than £0.40 on your Topupmeters.
Useful reading OFGEM Rules on Resale of Gas and Electricity https://www.ofgem.gov.uk/sites/default/files/docs/2005/10/11782-resaleupdateoct05_3.pdf
Setting the Standing Charge to Recover Operational Costs
When setting the standing charge on secondary meters, there are several factors to consider. First, calculate the portion of the supplier's standing charge that should be allocated to each purchaser downstream of the primary billing meter. This can be done by dividing the supplier's standing charge by the number of purchasers.
Next, factor in the cost of metering services, which typically include our subscription fees and charges. Depending on the subscription charge agreed upon, these charges can range between 20 to 27p/day.
For example, if the annual subscription is £56.00/year + VAT, this works out as 18.4p/kWh. Based on typical top-up activity, it is recommended to add an additional 6p for Stripe fees. By considering these costs, you can set an appropriate standing charge for your secondary meters that adheres to regulatory guidelines.
When to Set Tariffs
Tariffs can be set after the meters are activated and installed. Activation readies the SIM card for connecting to a cellular network. Once the meter is installed, it will connect to a GPRS mobile phone network shortly after, making it ready for updates such as top-ups and tariff adjustments.
Updating Tariffs from the Gateway
Tariffs can be updated at any time through the Landlord Gateway. Simply log in to the portal, go to Tariffs, select the meters to update, and click Set Rates > Electric or Standing charges. Follow the on-screen instructions to apply the rate.
Tariffs can also be set for individual meters from the Manage > Edit page.
Checking Tariff Updates
Monitor the status of tariff updates on the Tasks page. While changes typically go through on the first attempt, they may be delayed due to network signal quality in some cases. Tariff changes that have not been processed will expire after four days.
You will receive logins to the Gateway and a Welcome Letter by email when you order a Topupmeter from any of our authorized stockists.
After logging in, you can see the list of meters supplied and activate them before installation.
You must have ownership of a Topupmeter before a Gateway account can be created.
There is no need to register with us in order to start topping up. All that is required is the meter serial number and ID code, then you can visit the payment site to start making topups as a guest.
You are, however, free to create an account on our payments website at https://payments2.topupmeters.co.uk for your convenience in managing and tracking your payments.
When you decide to move out of the property, simply stop topping up your meter, and if you have created an account on our payments website, you can request for your account to be deleted. Our customer support team will gladly assist you with the process.
Topupmeters operates in the secondary metering space, which is separate from primary metering where energy suppliers operate. In your case your energy consumption is measured by our Topupmeters sub-meter, which is installed downstream from the primary meter.
The primary meter measures the overall energy consumption for the entire building, and the building owner or landlord has a direct relationship with the energy supplier. Topupmeters are used to charge for energy usage among individual units or tenants, such as yourself. By using Topupmeters, you are required to prepay for your energy consumption and maintain a positive balance on your meter.
In summary, your energy supplier relationship is managed by the building owner or landlord, who is responsible for the primary energy bill. As a tenant using Topupmeters, you simply pay for your energy usage through our system, without having a direct energy supplier account.
Meters can be purchased direct or via one of our stockist partners.
For the single phase prepay smart meter with 4G/LTE-M communications, the meter price is £165.00 each + VAT.
Other variants of the meter may cost more, such as the 5 terminal for storage heating control, or where an external antenna module is required.
Some tenants may try to tamper with the prepayment meter or deliberately damage it to avoid paying for electricity.
However, with Topupmeters, you can rest assured that any tampering will be detected by our system. We monitor the energy usage patterns for each meter and alert you via email if there is no usage for 48 hours or if the meter has accumulated debt. This way, you can arrange to inspect the meter and take appropriate action.
Upon inspection, it's usually evident if the tenant has installed a bypass or is running an extension cord from another part of the property. Remedial action can then be taken.
Gas central heating uses a single gas meter to supply a boiler that provides heating and hot water for the entire property. This means that several tenants may share the same hot water and heating system.
Unfortunately, we cannot charge tenants for their individual gas consumption in this situation, because we do not have a way to measure it.
We can only install gas prepayment meters when the gas supply splits into separate branches for each unit and its corresponding gas appliances. These meters would work together with a nearby Topup electric meter.
We are collecting pulses from the gas meter and sending them to a nearby Topup electric meter where charges are applied.
The Topupmeters dual-fuel system does not cut off the gas supply. However, when the balance reaches £0, the electric supply is disconnected and most gas appliances that need electric will also stop working.
Any gas that is used after that will create a debt on the meter that is deducted from the next topup, to make sure the tenant is not getting any free gas.
To use gas as a prepayment service, the property needs a Topup electric meter and a separate gas meter.
The gas meter has an INZ-61 pulse module that connects with a ATEX approved Pulse Sender that wirelessly transmits the gas usage data to the electric Topup meter, where the corresponding amount is deducted from the balance.
The Gas Pulse Sender has a long-lasting battery (10 years) and a strong wireless connection (4m) for a reliable and robust dual-fuel prepayment system.
Landlords can set the gas tariffs online through the web portal, just like they do for electricity. When the balance reaches £0, the electricity supply is cut off. Any gas consumption beyond this point will create a debt that will be paid off from the next topup. The gas reading and charges can be checked from the meter or online through the Topup Portal.
Smart meters are managed online from the Topup Gateway.
From here landlords can control tariffs, monitor usage, and manage their properties. Gateway can be used for managing any number of meters from single units to 1000s of metering points.
We currently accept online payments only through our secure payment website. We are working on an iPhone and Android app for topping up, which we plan to launch in Q4 2023. Visit our website for updates!
Our background in smart metering stems from our experience in the renewable energy sector where smart meters have been used for remote monitoring of renewable energy generation systems, which goes back to 2018.
Using our own established data collection system and web portal we have been able to create an advanced and robust prepayment system that minimizes cost and inconvenience to landlords while giving tenants a good experience and great customer service.
We currently do not have a three phase prepayment smart meter. Its possible we will have one in the future.
Topupmeters support single rate and dual-rate economy 7 tariffs. Tariffs can easily be set to either tariff type from the Gateway.
Economy 7 typically runs from midnight to 7am UTC.
You do not have to charge a standing charge at all. This is entirely at the discretion of the landlord or bill payer who is seeking to recover operational costs. If no standing charge is set, then any running costs will not be recovered.
The emergency credit level can be changed by the landlord to an amount between £1 and £50. The default emergency credit is £3.
We recommend disabling notifications for meters at properties that are unoccupied for extended periods. Otherwise, alerts may be triggered due to the lack of energy usage, and any debt that might accrue during the unoccupied period could go unnoticed.
Meters can be switched to 'Free Vend' mode—also known as 'Credit Mode'—at any time from the Gateway. In Free Vend mode, the supply will remain on regardless of the remaining balance, and top-ups cannot be made
Topupmeters should be located in an area where its easy for the consumer to reach. This makes it easy for them to use emergency credit, or punch in the topup code if its ever needed.
If you choose to put the meter in a hard-to-reach spot, make sure it turns itself back on automatically once it has credit. You can set this up through the Gateway.
Understand that putting meters in hard-to-reach places can cause problems. Customers might lose power if they can't use emergency credit or see how much is left. We don't recommend putting the meter in places like behind electronic shutters or inside sealed boxes. Being able to enter a top-up code manually is really important if automatic top-up doesn't work.
Topupmeters are sub-meters installed downstream from the main billing meter. The installation of these sub-meters does not affect the landlord's relationship with the primary energy supplier. Additionally, landlords are not required to notify their primary energy supplier about any changes within the property, such as rewiring or the installation of secondary meters.
As a landlord with Topupmeters, there are only a few steps you need to take when a tenant moves out:
- If any credit remains on the meter, communicate with the tenant to discuss how to refund the unused credit to them.
- Remove the tenant's email address from the contact information.
- Use the reset tool to clear off any remaining credit from the meter.
After ordering meters, if you are a new customer, you will receive login credentials for the Gateway, where meters are managed. From here, you can activate meters to prepare them for installation. Additionally, a Welcome Letter will be sent to you, containing all the information required to get started. This includes a tenant quick-start guide, our service pricing, and terms of business.
If you are an existing customer, any new meters ordered will automatically be added to your account, where they can be activated. If meters are not automatically added, you can easily add them to your account using the "Add a New Meter" tool.
Sometimes, a topup may take longer than usual to reach your meter. This can be up to 30 minutes or more. If you are in a hurry, you can use the 20 digit topup code from the email receipt to top up your meter manually. Just follow the instructions in the email. If you have lost or deleted your email receipt, please contact us and we will help you. You can also access emergency credit by pressing B three times on your meter if you need some extra power.
The location of smart meters is of the utmost important to ensure the operate reliably.
Smart meters rely on mobile phone networks to communicate. If the mobile phone signal quality is low, the service may be interrupted and the topups may not reach the meter.
This can cause inconvenience and frustration for the consmers. To avoid these problems, there are some possible solutions:
1. Replace the existing communications module with an external antenna booster that uses an external aerial to improve signal reception.
2. Install a signal booster in the property that enhances the cellular network coverage. This option requires a device that can be plugged into a power socket and placed near a window or higher up inside the property where signal is stronger. The signal booster can amplify the signal and extend the coverage area.
3. Move the meter to a place with better signal. This option requires relocating the meter within in the property where the signal quality is higher.
Using prepay smart meters as sub-meters offers several advantages for landlords when compared with the option to involve the DNO to have primary billing meters installed in each tenanted dwelling.
1. Cost Allocation
Topupmeters allow landlords to accurately track the energy consumption of individual tenants or units. This provides transparency and ensures tenants only pay for what they use on a prepayment basis.
2. Reduced energy consumption
When tenants are aware of their individual energy consumption and are directly responsible for their energy usage, they are often more motivated to conserve energy, leading to overall reduced consumption in the HMO.
3. Flexibility
Landlords can choose which utilities to sub-meter (e.g., electricity, water, gas) and can decide on the best sub-metering system for their property. This flexibility allows them to customize the solution based on the unique needs and configuration of the HMO, and if necessary unwind the sub-meter system in the event the property is sold or repurposed.
4. Avoid Disputes
Accurate billing can help to avoid potential disputes between the landlord and tenants about utility usage and charges. With each tenant paying for their actual consumption, there's less room for disagreements.
5. Infrastructure Management
Instead of relying on the Distribution Network Operator (DNO) for primary meter installation, maintenance, and any necessary upgrades or repairs, the landlord has direct control over the metering infrastructure.
6. Easier Property Management
By centralizing and directly managing the sub-metering system, property managers or landlords can streamline their administrative processes, such as billing and maintenance scheduling, without waiting on third parties.
7. Improved Property Valuation
A property equipped with a modern sub-metering system might be perceived as more efficient and tenant-friendly, potentially enhancing its value or rental appeal.
Online from our secure payment page here
https://payments2.topupmeters.co.uk
We do also allow topups over the phone during office hours 9am to 5pm on normal working days.
Before selling a property where Topupmeters are in operation, the Client must inform Topupmeters Ltd to ensure service continuity and accurate record-keeping.
Upon the sale, the ownership and associated rights of the meters automatically transfer to the new property owner, including any warranties or service agreements. The Client must communicate with the new owner about any pre-existing credit on the meters, as it represents an amount owed to the new owner. While Topupmeters Ltd assists with documentation, the Client and the new owner must collaborate for proper credit transfer.
For a smooth transfer of the Topupmeters account, the company requires specific details of the new owner, including their full name, contact information, and written confirmation acknowledging their new ownership of the property with installed Topupmeters. Once these details are verified, Topupmeters Ltd will initiate the account transfer, updating the system with the new owner's information, granting them full access and control over the associated services.
Upgrading from coin or card meters, or any other metering system for that matter, simply requires sourcing your Topupmeters from your chosen provider and then arranging installation with your local NICEIC electrical contractor to replace the existing meters and perform any necessary rewiring.
There may be credit left over on any existing meters. This can be easily transferred to the new Topupmeters using the "Send Credit" feature on Gateway.
The simplest and easiest way of checking credt balance is by going to the meter and viewing the display. Press the A button once to turn on the backlight to clearly see the remaining balance.
Online
When topping up as a guest, or logged in. The credit balance is updated every few hours. Making it easy to check the balance wherever you are.
Email alerts
An email notification will alert the consumer when the balance falls below £10.
SMS alerts
Where a phone number was provided with the last topup payment a low credit alert is sent by text message when balance falls below £5.
The easiest way to check the tariff currently being charged is by visiting the meter and pressing the A button to scroll the display.
When the display shows Active Rate in p/kWh, this is the current tariff being charged. Press A again to see the daily standing charge in p/day, and if applicable, the gas or water price in pence per unit.
Tariffs can also be checked online by registering an account at https://payments2.topupmeters.co.uk
There is no fee for the consumer when topping up.
The consumer only pays the tariff set on the meter by the meter operator (i.e., the landlord). The tariff consists of the energy price and the daily standing charge. Although there is a transaction fee for payments made using credit or debit cards via Stripe, these are levied on the merchant, in this case, the landlord, who is recharging for energy.
As with all operating costs associated with providing metering services, transaction fees can be recouped from the consumer by being absorbed into the daily standing charge.
We have been providing submeters and online payment services since April 2018.
Our experience with smart meters goes back over 10 years. Before Topupmeters our team specialized in data collection for solar energy production. Solar companies relied on accurate meter readings for claiming feed in tariff subsidies. Building on this experience, we created an innovative solution to recharge energy with online payments. In the few years we have been operating, Topupmeters have transferred millions of pounds (and some Euros) from consumer to bill payer.
